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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Data, Analytics, and Governance | - Reporting and optimization
|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Conversational AI and Automation | - Bot and virtual agent integration
|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Predictive Routing continuously improves over time as more interaction data becomes available.
(True/False)
Response:
- A. False
- B. True
Correct Answer: B 🗳️
Which two best practices apply when managing multiple action maps?
(Choose two)
Response:
- A. Avoid overlapping targeting rules
- B. Set clear priority rankings
- C. Assign all to the same segment
- D. Add routing script overrides
Correct Answer: A,B 🗳️
In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:
- A. Wait time
- B. Transfer rate
- C. Conversion rate
- D. Sentiment score
Correct Answer: C 🗳️
Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:
- A. Direct FTP engagement
- B. PSTN call routing
- C. Email-to-Fax
- D. Web chat via Messenger
Correct Answer: D 🗳️
What can be indicators of GPR effectiveness in the Detail View?
(Choose two)
Response:
- A. Increase in transfer rate
- B. Reduced average talk time
- C. Stable or improved customer satisfaction
- D. Decline in first call resolution
Correct Answer: B,C 🗳️
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